I'm wondering if opening a document counts towards a click rate. To me, since you have to click the link it should be a click rate. We are seeing that documents are being opened, but the click rate does not go up.
For example: We had 13 views of a document today from a specific template but the click rate for that template shows we have 1.
2nd Question - if it counts towards an open, how do you know the difference between an opened email versus opened document?
Could you please provide us more information on how currently the document links are generated? Since because there are multiple ways that a document link can be generated, and the clicks will depend on how it was generated as well.
The more information, screenshots, and details you can provide, the better I can advise on the next steps.